AWWA JOINT53597

The City of Winnipeg Water & Waste Department provides water, wastewater, andland drainage/flood control services to 600,000 customers in Winnipeg, Manitoba.The Department saw that customer expectations were increasing and that water andwastewater rates were not viewed as being competitive. They noted customer focusand privatizers exerting pressure for change. In response, the Departmentdeveloped a Department Business Plan that focused on a strategic direction--beingcompetitive--to increase efficiency, reduce operating costs, and provide a highlevel of customer service. At the same time, the City has been going through atop-down business design program using the Municipal Reference Model and UtilityBusiness Architecture framework to rationalize the organization along clearlydefined service lines. This created a need for the Water & Waste Department toadopt a unifying approach that would assure continuity and consistency betweenthe City's corporate goals and the operational objectives and performance of itswork teams and employees. One of the primary success factors needed to supportbecoming competitive was technology that supports strategies. The first prioritywas deemed an effective Computerized Work Management System (CWMS). The redesignof practices, as the main driving force in this project, is the focus of thispaper. Includes figures.